LCD Lines: Common Causes

dmchabot — Sun, 25 Oct 2009 00:20:20 GMT

I have bought my computer Inspiron 9300 exactly four years ago. And I am just 'shoot' out of luck since my problem occured two months ago past the "3 year" deadline. I called anyways and the Tech support in Canada did not know about this problem and that Dell would not help me anyways since my computer is no longer under warranty! He nicely offered me a discount on my next computer! I think Dell is not fessing up to its manufacturing fiasco that it recognized having in 2007, and cannot afford to fix its issues properly. This computer has had so many issues, SD card not working (had to pay lots to have it fixed) same with my DVD burner! I can't believe I purchase such a lemon! I want to give it away to my nephew when I get a new one, but I love him too much to do such a thing to him. So to the Dell people writing on this, thanks but really no thanks for your poor service. I am going to bring this to the attention of the Dept of consumer affairs in Québec and see what we can do with them. I will also try with a couple of TV programs that defend abused consumers like us. I will let you all know whatever happens.

David_and_Mark — Tue, 24 Feb 2009 22:40:07 GMT

Previous note: the system is a Dell Inspiron 9200

David_and_Mark — Tue, 24 Feb 2009 22:16:53 GMT

Purchased: 2005

Location: Seattle, Washington, UNITED STATES

Problem: LCD, Multiple Vertical Lines, Single pixel lines, One Red (Center), One Green/Yellow (Right side on screen)

Computer is used for ArcGIS mapping, 17 inch screen comes in handy when working right

Telephoned Tech Support: 1(800) 624-9861 at 9:15AM Pacific Time on Tues, Feb 24, 2009

9:15AM, First Customer Service Agent requests for me to pay $49 for tech support. I indicated that the problem was noted in over 100 letters I had viewed in Dell Community Forums so I would not be paying for tech support. I was told that because my warranty expired one year after I purchased the computer, that I must pay. I indicated that people had gone over the warranty and still had their faulty LCD’s replaced. I was told that I would need to be transferred to somebody else. I am transferredfrom the customer service center in India and wait for the next person to respond.

9:25AM, Second Customer Service Agent named Pamela asks for my Service Tag number. Pamela begins a repeated effort at securing a $49 tech support payment. I indicate that this is not a problem which I need to pay $49 for, the matter of a defective LCD which I need to have addressed. Pamela proceeded to swindle $49 in 5 different methods, to which I called her out and told her that she was attempting to take money for defects that had already been diagnosed. Pamela proceeded in battle for nearly 10 minutes before I finally asked to speak to a supervisor. I was instructed by Pamela that a supervisor could only repeat what she had discussed with me. I indicated that this would be fine, to please transfer me to a supervisor. Pamela placed me on hold as she attempted to locate a supervisor. At 9:40, I was told by Pamela that a supervisor was not available, but she would transfer me to a tech support manager to address the RECALL ISSUE.

9:50AM, Third attempt, A Tech Support service agent came on the line and asked for the Express Service Code, to which I also offered the Journal ID # 09055LY0NJ from Wizard ID 341382, from the pages at Dell which troubleshoot your problem. I was asked to hold so the agent could check his resources. When the tech support person came back on the line, he was familiar with the Vertical Line issue and asked for me to bring another monitor to the laptop to see if the vertical lines appeared on another screen. They did not. The technical support service agent then asked me to power down the computer completely, then power up and press the F2 key 5 times. This brought up a grey screen. The technical support service agent then asked what was on the screen, which I indicated that a black and grey backdrop with white lettering was present. He asked if the lines were still there, and I indicated that they were. At that point, the technical support service agent indicated that the LCD would need to be replaced. He immediately went into suggesting that I purchase a $197.26 warranty, which I could be offered a deal for $149.00. I was told that the Warranty was normally $337. I responded by asking why he would perceive that I needed the Warranty. He indicated that it would be offered in case I had any future problems. I asked why he perceived that there may be future problems and how that might be applied to my LCD screen. He then indicated that the money would not at all be applied toward the current issue with the LCD. I then asked if the $149.00 amount was supposed to be the amount for replacing the LCD screen. He indicated that it was not the amount to replace the screen and that he would not be able to offer a price or a discount for the LCD. I then proceeded to say that if the $197.26 was not affecting the outcome of the LCD being fixed, then why was it suggested? As the technical support service agent was hesitant, offering that in the world, there are these problems and these things happen, I agreed with him, but asked if I could speak to his supervisor. The technical support service agent indicated that his supervisor was only going to reiterate what had already been talked about and probably could not do anything. I indicated that it was alright, that I still wanted to speak to a supervisor. At 10:20PM, I was transferred to a Tech support supervisor.

10:35AM, Fourth attempt, A tech support supervisor came on the line. It was a peculiar situation, as the person on the line sounded just like the person that had just talked to me. They repeated almost word for word the problems that had been discussed with the tech support service agent I had just spoken with. Upon repeating these problems, I was placed on hold for a moment. The next time somebody came on the phone, the accent of the person speaking was different than that of the person I was speaking with before I was placed on hold. This manager asked what I would like for them to do. I proceeded to say that like the 100 letters that I had in front of me indicating that this is an ongoing problem with the Inspiron 9200, 9300, and 9400 versions, I would like to have the problem with the lines in my LCD rectified, if that meant sending a container to send the product to them or having a technician look at the problem. I was asked by the manager where I got my information. I indicated that I found three sources:

http://www.engadget.com/2007/06/20/dell-fesses-to-more-vertical-line-issues-offers-free-replacem/

http://en.community.dell.com/blogs/direct2dell/archive/2007/04/09/potential-vertical-line-on-certain-17-quot-notebook-displays.aspx

http://en.community.dell.com/blogs/direct2dell/archive/2008/01/16/41379.aspx

Upon giving the manager these three sources, he proceeded to tell me that the information in these sources really is not accurate a great deal of the time. I proceeded to ask the manager that since I know four people on these sites that have indicated they have had problems, so are you then implying that my friends are lying to me. He said he was not saying that they were lying, to which I replied, “but then you are merely implying that they may be lying.” He then asked for the URL link, and then proceeded to say that it was not working for him. I asked for his e-mail address so that I could send it to him, but he was reluctant to provide one. I finally stated that what I believed that I was experiencing with Dell was a lot of finagling. I also indicated that as a seasoned journalist, I would be inclined to publish the conditions that I had experienced on Dell community forums as well as in other publications. I indicated that with the number of computers and businesses that I have that use computers, while we use HP and Toshiba among others, it is unlikely that we would wish to purchase equipment from Dell again, based on the treatment from customer service that we had experienced. He then said that the request was really out of his hands, but that he could generate a case number for me, if I wished, where somebody would get back to me within 3 days. He placed me on hold again. When the manager returned, he indicated that I could use this case number he generated as a reference and anybody would be able to use that number to give me a response on the status of my request. I am now waiting to find out how Dell will proceed. Stay tuned.

re: LCD Lines: Common Causes

BobbyC133 — Sat, 10 Jan 2009 21:22:50 GMT

For everyone's information, here is a copy of the letter I got so time ago, before I had any issues.... Thank you for purchasing a Dell Inspiron Notebook Dell has learned that the liquid crystal display (LCD) on your portable computer may develop a thin vertical line. This line may develop on a small number of systems over a period of time. As a result, Dell is notifying all customers with systems that may be affected. If this problem develops on your Inspiron 9200, 9300 or XPS2 notebook within three years of the date of purchase, Dell will replace the LCD at no charge for parts of labor. This offer only applies to LCD screens that develop a vertical line. Dell values you as a customer and we apologize for any inconvenience this problem may cause. Please keep this letter for your reference. If in the future the LCD on your portable computer develops vertical lines, please call Dell at 1-800-624-9896. If your portable computer has already developed this problem, and you paid Dell to replace your LCD, Dell will issue a refund for the cost of the qualified replacement. Please contact Dell at 1-800-624-9896 Best regards, Kevin M. Brown Dell Product Group Even with the letter I still did not get any help from Dell. To date I have a massive amount of lines on my 9300 that I see EVERYDAY! Bobby C

re: LCD Lines: Common Causes

sunnykoh — Tue, 16 Dec 2008 17:01:04 GMT

I have just purchased a new Dell INSPIRON 1420 during PC Fair in Penang and just got the notebook yesterday (15/12/2008). When I first turned it on yesterday after took it home, the LCD screen display was fine. However, when I turn it on today for the second time, I noticed a vertical orangey line appeared across from top to bottom of the screen. I have tried restarting the notebook and also turned off and on again but the line still there! What a BIG frustration as the vertical line already appeared on the second day and the notebook is still brand new and just turned on for the second time!! Can anyone please kindly assist me as it hurts to pay so much but getting a low quality product like this! I was hesitate to buy Dell at first but I put my negative thought aside and go for it but this is what I get in the end. So sad..

re: LCD Lines: Common Causes

Geoff Blundall — Fri, 31 Oct 2008 17:17:31 GMT

From Geoff Blundall

I am having the same problem with my Dell XPS , so far 4 thin white vertical lines have appeared. It was bought May 2006 so is in 3 year period for replacement. Have emailed vertical_line@dell.com 7 days ago but still no response.

Are Dell UK going to resolve this issue ?

I would really appreciate a reply

re: LCD Lines: Common Causes

DELL-Todd S — Wed, 29 Oct 2008 13:16:28 GMT

@ jay

If you have not, then I recommend you contact Dell's tech support immediately. The replacement policy is only in effect for 3 years from time of purchase and if you purchased it late in 2005, and it was manufactured with one of the affect units, it may still be covered. Support will be able to let you know if your system is eligible or not.

re: LCD Lines: Common Causes

jay — Wed, 29 Oct 2008 03:26:22 GMT

My Inspiron 9300 which I have had since 2005, started putting vertical lines a couple of months ago. I am up to 20 lines now. This is a machine that has been taken great care of. Hopefully Dell will be faithful to its customer base if the issue is really a defective screen. I would be curious to know if the screens of other pc makers have a long life (much longer than 3 years hopefully!)

re: LCD Lines: Common Causes

Adam Zemlo — Tue, 28 Oct 2008 01:34:54 GMT

I bought my inspiron 9300 in July 2005. About a month ago the vertical lines started to appear. After getting the run around by the first representative I got a manager on the line. The best he could offer was a replacement screen and a refurbish of the laptop for $299. Is Dell crazy? The inspiron 9300 was over a $2000 machine at the time, you would think that we would be the customers Dell would want to keep long term.

As a software engineer and a long time dell user it really gets me to say that after this experience I'm thinking about that new MacBook for Christmas.

re: LCD Lines: Common Causes

Kurt Nigbor — Sun, 26 Oct 2008 23:08:44 GMT

Yup, bought my Inspiron 9300 in March of 2005. Just developed a vertical line today. Looks like I, along with a lot of other people, are out of luck. I will NOT be buying a Dell computer again. Maybe that's why their product is no longer as good as it once was.